Measuring the Performance of Banks: An Application of Analytic Hierarchy Process Model

Abstract

The current study aims to develop a conceptual model for measuring the performance of the banks which includes both the financial as well as human aspect. The hierarchy of dimensions of performance has been created in the study. An attempt has also been made to measure the importance of the various dimensions of the performance of the banks using Analytic Hierarchy Process model. On the basis of banking experts' responses, it can be concluded from the study that human aspect is more important than financial aspect while measuring the performance of the banks. Under human aspect, the corporate social responsibility is more important than customer satisfaction and employee satisfaction.